NPS
Net Promoter Score — satisfaction via “would you recommend?”.
NPS (Net Promoter Score) is the world's most used satisfaction metric, created by Fred Reichheld in 2003. Single question: "On a scale of 0 to 10, how much would you recommend our company to a friend?" The response classifies the customer as promoter, neutral or detractor.
How to calculate NPS
- Promoters — score 9 or 10. Actively indicate.
- Neutrals — score 7 or 8. Satisfied, do not recommend.
- Detractors — score 0 to 6. Dissatisfied, they may speak badly.
Formula: NPS = % Promotores − % Detratores. Result ranges from -100 (all detractors) to +100 (all promoters).
NPS Zones
| Track | Status |
|---|---|
| -100 to 0 | Review — get out of here urgently |
| 0 to 50 | Improvement — good but has a lot to improve |
| 50 to 75 | Quality — well-positioned competitor |
| 75 to 100 | Excellence — real competitive advantage |
Why collect NPS via WhatsApp
Email NPS response rate: 5-15%. Via WhatsApp: 40-70%. Four to ten times more responses, same customer, same question. Reason: WhatsApp is a personal, intuitive, fast channel.
How to configure NPS survey on WhatsApp
- Send 7-14 days after first purchase/onboarding (time to form an opinion).
- Single question + scale 0-10 (use buttons if API; simple message if extension).
- For promoters (9-10): "That's great! Do you refer? [referral program link]".
- For neutrals (7-8): "Thank you! What would make your experience a 10?"
- For detractors (0-6): immediate handoff to human. Don't automate the response.
Difference between NPS and CSAT
CSAT measures satisfaction after a specific interaction (service, purchase). NPS measures overall brand perception. Use both: spur-of-the-moment CSAT, quarterly recurring NPS.
See: CSAT, social proof.